This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Join RWS as a Senior Customer Success Manager and help shape the future of digital sustainment in Aerospace & Defense. In this high-impact role, you will act as a trusted advisor to strategic accounts, guiding them through modernization initiatives such as S1000D migration, IPS, cloud adoption, and AI/RAG strategies. You will build strong executive relationships, ensure successful implementations, and maximize the value of RWS solutions. Key Responsibilities - Manage and grow all post-sales activities for enterprise customers, driving adoption, retention, and expansion through strategic relationship-building and execution. - Maintain deep knowledge of RWS Contenta solutions and modernization pathways, including latest standards (S1000D, ATA, MIL-SPEC) and initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies. - Serve as a trusted advisor to customer stakeholders and executive sponsors, ensuring implementations deliver on business cases and modernization strategies for maximum ROI. - Represent RWS at customer-sponsored events and industry forums (AIA, S1000D, S-Series user groups), positioning the company as a thought leader in digital sustainment and technical publishing. - Develop and execute account success plans, including change management, growth strategies, and adoption programs in partnership with Sales, Renewals, Product Management, and Services. - Provide guidance and enablement on S1000D principles and best practices, supporting customer teams in achieving compliance and modernization goals. - Increase customer retention and satisfaction through proactive engagement: regular tactical check-ins, quarterly health assessments, and strategic business reviews. - Identify and mitigate churn risk early, ensuring ARR retention and long-term account stability. - Act as the voice of the customer internally, advocating for enhancements and resolving escalations with urgency and accountability. - Drive strategic influence across complex accounts, working across, up, and down organizational hierarchies to strengthen relationships and uncover growth opportunities. Qualifications - Proven experience in a customer-facing role, managing enterprise technology accounts, relationships, and complex projects. - Deep understanding of technical content workflows and latest standards (S1000D, ATA, MIL-SPEC) with exposure to modernization initiatives such as digital sustainment, IPS, cloud, and AI/RAG strategies. - Demonstrated ability to achieve trusted advisor status, guiding customers through modernization roadmaps and influencing decision-makers across engineering, logistics, and leadership teams. - Aerospace or Defense industry experience is essential, with familiarity with government programs, prime contractors, or major integrators. - Leadership in driving adoption and success for enterprise software solutions, including coordinating cross-functional teams (Solutions Consulting, Product, Services) to ensure customer outcomes. - Exceptional communication and storytelling skills, capable of translating complex technical concepts into clear, actionable insights for diverse stakeholders. - Strong problem-solving and troubleshooting capabilities, with a proactive approach to resolving technical challenges and optimizing workflows. - Proven track record of meeting and exceeding customer success metrics, including retention, expansion, and satisfaction goals. - Ability to navigate long-cycle, multi-stakeholder environments, ensuring disciplined engagement and strategic account growth. - US citizenship required. - Travel required (10% – 20%) for customer engagement, industry events, and strategic reviews. Benefits - Amazing benefits! (Seriously!) - Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave. - 401(k) Retirement plan with company match. - Company-wide agile work policy with flexible work arrangements. - Opportunities for training, professional development, and personal growth. - Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity. Base Pay $100,000 - $125,000 / year. Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made. Life at RWS If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. RWS Values Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS. Covid Vaccination All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy. Recruitment Agencies RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

• Lead the end-to-end execution of programs that build relationships with our readers, develop habitual engagement, and drive subscription starts across email, push, and in-app channels. • Implement new opportunities for automation and personalization through journey building, audience segmentation, and testing roadmaps. • Experiment with AI-forward workflows and ESP-specific automation to make campaign builds faster, smarter, and more efficient. • Assist in managing overall email list health and protecting domain reputation/deliverability across all email efforts. • Drive continuous improvement of business and team channel-specific KPIs, maintaining a clear project process plan and documenting best practices. • Communicate proactively and clearly with business leaders and stakeholders about execution, and performance tracking to plan. • Partner with Design to audit and ensure existing emails are optimized as well as build new and innovative templates for campaigns & workflows. • Collaborate with Analytics, Product, Marketing, Design, Data Science and Engineering on email and push execution and testing as well as new omni-channel technical integrations.

• Build strong relationships with our customers • Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers • Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention • Align with the Customer Success organization and Account Management Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities • Manage a series of personal and automated touchpoints and to drive ongoing customer experiences • Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features • Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations • Respond to all customer inquiries in a thoughtful and timely manner • Keep track of new product developments and strategically inform/train customers on them • Communicate desired software requirements to product management team in a cross-functional feedback loop • Effectively track all customer communication in Gainsight • Diligently manage Gainsight and Salesforce data to effectively manage your book of business • Contribute to AlertMedia’s culture, values, and vision for the future

• Lead, coach, and scale a Client Success organization consisting of 4 direct‑report managers and their teams • Set clear expectations, success metrics, and accountability across all management layers • Own and drive performance against key Client Success KPIs, including: Net Revenue Retention (NRR), Customer Churn, CSQL (Customer Success Qualified Leads), Renewals, Account Relationship Health • Forecast renewals and expansion revenue with accuracy and consistency • Proactively identify renewal risk and implement mitigation and recovery plans • Serve as executive sponsor for strategic and high‑value accounts • Strengthen senior‑level relationships to ensure long‑term partnerships and customer advocacy • Ensure consistent, value‑driven engagement across the entire client journey • Partner closely with Sales, Account Management, Product, and Support to align on client outcomes • Support expansion strategy through strong collaboration on CSQL generation and opportunity execution • Champion customer feedback internally to influence product roadmap and service improvements • Establish and optimize Client Success processes, playbooks, and systems • Build scalable frameworks for onboarding, adoption, renewals, and expansion • Leverage data and reporting to monitor customer health, performance trends, and team effectiveness